Caroline is an award-winning Customer Insight professional with over 25 years of experience across different regulated markets. Having held a senior position at the Financial Ombudsman Service, Caroline has a deep-rooted knowledge of customer experience, diversity legislation, stakeholder engagement, complaints handling and consumer vulnerability. Caroline holds a number of appointed roles, including: Commissioner to Energy UK’s Customers in Vulnerable Circumstances Commission, an Advisory Board Member to the Money and Mental Health Policy Institute, Independent Advisor to the Kent Police and Crime Commissioner, Consumer Vulnerability Expert at the Money Advice Trust, and Member of CIVEA’s (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel.
Can things really be different in 2022? Whether you were partying like it was 1999 or, sleeping soundly in your bed when Big Ben struck midnight on the 1st of […]
The changing face of vulnerability When Worksmart first asked me if I’d write about 2021 and vulnerability, I jumped at the chance. We have just said goodbye to 2021, but […]